[WS21] ISO 10002:2018 客戶滿意度 - 投訴處理指引 - 內部審核員培訓 (E-learning)

 ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling

Internal Auditor Training (E-learning)

Delivery Method
  • This course will be conducted with online platform. The e-learning platform can facilitate with an interactive communication. 
  • Delegates must have good understanding of ISO 10002 standard before attending this auditing course
Who should attend
  • Personnel handling complaints in companies, call centres, government agencies and industry associations
Course objectives
  • To appreciate the importance of internal audit in a quality management system
  • To plan and implement effective internal audits against ISO 10002:2018
  • To provide value-added auditing
Course contents
  • What is an Audit?​
Ø Audit objectives
Ø Managing an audit​​
  • ​​Planning an Audit​
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
  • Implementing an Audit​
Ø Audit activities
Ø Preparing for audit
Defining process map
Determining audit trail
Scheduling an audit
Preparing audit checklist
Ø Conducting an audit
Opening meeting
Conducting an audit
Ø Reporting audit result
Presenting audit findings
Preparing audit report
Closing meeting
Ø Follow-up after audit
  • Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process
Certificate of attendance
  • Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours.
Click here to explore classroom training schedule
Should you have any questions, please contact Ms. Joanne Chan at 6050 8153 during office hour (9 a.m. to 6 p.m.) on Monday to Friday. 

備注: “HKQAA reserves the right to cancel the course, change the trainer, content, date, time and / or venue as necessary. Please read the terms and conditions at the bottom of this page before enrolment.” Course time : 09:30 - 17:00





课程费用 (提早报名)


WS21C/HK-06A 16-17 June 2022 2 days 2980 粵語 HKQAA 網上平台
WS21C/HK-08A 22-23 August 2022 2 days 2980 粤语 HKQAA 网上平台

申请 条款及条件



最后更新:2022-05-16    免责声明
Copyright © 2009 香港品质保证局. 版权所有 不得转载